• 복식문화연구
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• 제6권1호
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• pp.110-120
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• 1998

The purpose of this study was to compare consumers' evaluation, evaluation criteria and complaint factors on the department stores' private brand apparel with consumers' responses on the department stores' manufacturer brand apparel. 564 subjects were gathered in Seoul and Kyunggi province and, for data analysis, mean, t-test, ANOVA, Duncan test, Factor Analysis were conducted. The results are as follows; 1. Among the purchasing groups, there weer significant differences in apparel evaluation according to fabric, style, sewing, suitability, versatility, washability, price and color. 2. Among the purchasing group, there were significant differences in apparel evaluation criteria according to fabric, fashionability, sewing, brand name, department store' credibility. 3. The differences in complaint factors of apparel among the purchasing groups were due to factors such s high quality, variety, price and size. there were significant differences in complaint factors of apparel according to the subjects' age.

• 복식문화연구
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• 제15권6호
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• pp.1023-1037
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• 2007

The focus of this study was on service recovery process of domestic internet fashion shopping mall, the purposes of this study were to extract perceived interaction effort and service justice with the recovery factors according to service failure by literature review, and to empirically examine the effect this variables on customer satisfaction with complaint handling and loyalty. The questionnaires was administered to 256 internet shopping mall customer, who has experiences of dissatisfaction and complaining behavior after buying fashion products. The data was analyzed by Cronbach's a, confirmatory factor analysis, correlation analysis, and structural equation modeling using LISREL 8.30 program. The results were as follows. First, perceived interaction partly affected serviced justice consumer. Interaction effort on the part of consumer negatively affected interactional justice, but didn't affected distributive justice and procedural justice. However interaction effort on the part of shopping mall positively affected all justice. Second, distributive, procedural and interactive justice positively affected customer satisfaction with complaint handling and loyalty. Finally, customer satisfaction with complaint handling positively affected customer loyalty. The implications of the research and directions for future researchers were discussed.

• 대한건축학회논문집:구조계
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• 제34권3호
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• pp.95-102
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• 2018

In order to understand interaction between building users' occupant performance and building maintenance performance of maintenance management personnel, actual data from maintenance activities of buildings were analyzed. Also, using building defect customer complaint data reported by building user, satisfaction data on building maintenance services of building users and service response time of maintenance management personnel, a method for evaluating interaction of buildings with the same purpose and same size was proposed. Throughout analysis, average number of occurrences per unit area per year for the mechanical complaints in complex building were presented. In addition, using building users' satisfaction with facility management services, attitude of responding to business obstacles, number of occurrences per unit area per year of mechanical complaints and complaint processing speed, interaction was comprehensively identified and compared.

• 대한가정학회지
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• 제46권10호
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• pp.119-132
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• 2008

The aim of this study was to analyse the consumer dissatisfaction, complaint and repurchase intentions in foodservices with a particular focus on college students. For this investigation we analysed the responses of 520 college students interviewed from Daegu Gyeongbuk Province. The SPSS/WIN version 12.0 and AMOS version 6.0 were used to analyse collected data. The results were as follows : 1) Factor analysis identified 5 different consumer dissatisfaction factors: facilities, waiter/waitresses behavior, food quality, service, store operating. The level of food quality dissatisfaction was most high. Consumer complaints came in three forms: public, personally and no action. The level of personal complaint was most high. 2) AMOS analysis found that public complaints had the most influence on repurchase intentions. 3) Dissatisfaction was highest with fast food restaurants, which also received the most public complaints. 4) Dissatisfaction, complaints, and compensation strongly influenced eating-out and spending motivation of college students.

• 한국전자거래학회지
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• 제22권4호
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• pp.141-158
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• 2017

최근 고객들은 다양한 IT 채널을 이용해 의견을 자유롭게 표현할 수 있게 되었다. 이에 따라 기업은 고객들의 의견 중 특히 부정적인 의견을 효율적으로 관리하기 위해 큰 노력을 기울이고 있다. 기존의 연구들은 주로 고객의 불만 제기 횟수나 상담시간 등의 양적 데이터를 이용하여 고객 이탈 방지에 관해 연구하였으나, 고객이 실제로 언급한 불만 내용을 분석한 연구는 한정적이다. 따라서 본 연구는 고객 불만 데이터를 중심으로 고객 이탈에 영향을 주는 요인들을 알아보기 위해 이탈-항의 이론(Exit-voice theory)을 바탕으로 보안업체의 고객센터로 접수된 46,235명 고객의 268,364건의 상담내용을 양적인 측면뿐이 아니라 질적인 측면에서도 실증 분석하였다. 감성 분석 방법을 활용하여 상담내용의 감성값을 도출하고, 도출된 감성 사전을 이용해 고객의 만족 여부를 명시적으로 알기 어려운 상담내용의 고객 만족도를 예측하였다. 마지막으로 이 감성 값이 고객의 이탈에 미치는 영향을 로지스틱 회귀분석을 통해 분석하였다. 분석 결과 고객이 만족 여부를 명확히 응답하지 않은 경우에도 감성 분석을 이용해 계산된 각 감성값이 고객 이탈에 서로 다른 영향을 준다는 것을 알 수 있었다. 향후 본 연구에서 제시한 감성 분석을 통한 만족도 예측방법으로 고객의 숨은 의도를 효과적으로 파악하여 고객 불만 관리에 실무적으로 활용될 수 있을 것으로 기대한다.

• 한국환경복원기술학회지
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• 제24권6호
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• pp.49-65
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• 2021

Although the Environmental Impact Assessment (EIA) is continuously being advanced, the number of environmental disputes regarding it is still on the rise. In order to supplement this, it is necessary to analyze the accumulated complaint cases. In this study, through the analysis of complaint cases, it is possible to identify matters that need to be improved in the existing EIA stages as well as various damages and conflicts that were not previously considered or predicted. In the process, we dervied 'complaint-based data demands' that should be additionally examined to improve the EIA. To this end, a total of 348 news articles were collected by searching with combinations of 'environmental impact assessment' and a keyword for each of the six assessment groups. As a result of analysis of collected data, a total of 54 complaint-based data demands were suggested. Among those were 15 items including 'impact of changes in seawater flow on water quality' in the category of water environment; 13 items including 'area of green buffer zone' in atmospheric environment; 10 items including 'impact of soundproof wall on wind corridor' in living environment; 8 items including 'expected number of users' in socioeconomic environment, 4 items including 'feasibility assessment of development site in terms of environmental and ecological aspects' in natural ecological environment; and 4 items including 'prediction of sediment runoff and damaged areas according to the increase in intensity and frequency of torrential rain' in land environment. In future research, more systematic complaint collection and analysis as well as specific provision methods regarding stages, subjects, and forms of use should be sought to apply the derived data demands in the actual EIA process. It is expected that this study can serve to advance the prediction and assessment of EIA in the future and to minimize environmental impact as well as social conflict in advance.

• 한국중재학회지:중재연구
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• 제31권1호
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• pp.173-194
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• 2021

This study was conducted to investigate the effect of the factors of delivery app service failure on consumption well conflict emotion and complaining behavior targeting consumers with experience using delivery apps, and the results of the study are summarized as follows. First, when looking at the demographic analysis, the proportion of men was 58.1% and women were 41.9%, and the age group was the highest with 91.9% in their 20s. Second, as a result of testing hypothesis 1 that the factor of delivery app service failure will have a significant influence on consumer conflict emotions, failure to provide app information and failure to deliver/food service showed a significant positive (+) relationship. Third, as a result of the verification of Hypothesis 2, that consumer conflict emotions will have a significant effect on the consumer's continued use intention, it was found to be insignificant and rejected. Lastly, hypothesis 3 that consumer conflict emotions will have a significant effect on consumer complaints behavior is that negative word of mouth behavior, complaint behavior from service providers, and complaint behavior from service managers were adopted, but the complaint behavior was rejected by third parties.

• 가정과삶의질연구
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• 제23권4호
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• pp.79-89
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• 2005

This study was conducted to encourage dissatisfied consumers to initiate an active complaining process over beauty salon services as well as to reduce consumer dissatisfaction at the time of using such services. A questionnaire survey was conducted with female consumers over the period between December 1 and December 20, 2004. A total of 753 questionnaires were used for the final analysis. The following findings were obtained: 1. Consumer dissatisfaction index with beauty salon services was 23.02 (65.77/100) and the respondents showed the highest level of dissatisfaction with the price. 2. The level of complaints about beauty salon services was very low, as shown by the index value 7.12 (25.43/100). Most of the respondents simply did not go back to the particular beauty shop, or complained privately to people around them when they felt dissatisfied with beauty service. 3. Benefit awareness and level of dissatisfaction had the greatest effect on the complaint behavior about unsatisfaction beauty salon services.

• 가정과삶의질연구
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• 제15권4호
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• pp.81-102
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• 1997

This study intended to investigate factors shaping the styles for comsumers to express their dissatisfaction after comsuming goods(cloth and household appliance) and services(public and health) In particular this study examined what kinds of characteristics were crucial to distinguish three styles of consumers' and public complaints. The characteristics of consumer to be considered in this study included consumer knowledge consumer attitude consumer and several socio-economic characteristics. The sample used in this study were consumers whose age was grater than 20 years old living near Seoul in 1996. Discriminant analysis was conducted to investigate what factors discriminate the style of complaint. This study found that several consumer characteristics were sigificant in explaining different styles for consumers to response their dissatisfactions. The effects of consumer characteristics were more significant in explaining the complaining styles derived from public and health services rather than goods. Overall consumer attitude consumer knowledge and the degree of satisfaction of services were discriminant variables in explaining the styles of consumer complaint. Both consumer knowledge and budgeting skill were significant in explaining complaint styles to response dissatisfaction derived from consuming clothing while both consumer education and time constraint were significant in shaping the kinds of complaining styles derived from consuming household appliances.

• 국제학술발표논문집
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• The 9th International Conference on Construction Engineering and Project Management
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• pp.111-118
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• 2022

Conflicts in public construction projects become more serious and complex so that they have a negative effect on performance of projecets. Conflicts in public construction projects are defined as expanding in complaints. This study analyzes the relationship structure and effect on performance between complaints and conflicts. First of all, 219 survey data collected from industry experts were used to derive complaints arising from the project and to understand the characteristics of each complaint. In the case of environmental damages, rather than environmental damage during construction, harmful substances or effects that can occur in completed facilities cause complaints from local residents, and opposition from environmental groups has a great effect on time and cost increase. As for safety damage, civil complaints related to prevention and countermeasures for safety accidents occur frequently, and additional construction affects cost increases. Through this study, it is possible to understand the serious complaints that are prone to conflict in public construction projects, their frequency, and the performance of the project.